Here are five 2017 trends and events to consider as you plan your 2018 call center operations strategy. Keep an eye out for big picture realities and how they have affected your call center, and you’ll be able to better manage or leverage similar events in 2018. Avaya Declares Bankruptcy In the spring, Avaya, an on-premise call center provider, declared… Continue Reading »

Comments Off on The Cloud-Based Contact Center 2017 Recap: Trends and Events Impacting Collections and Communications in the New Year

Keeping in touch with customers usually reigns as a top concern for any organization, be it a B2C, B2B company or nonprofit. Regular communication keeps brands “top of mind” and often delivers greater customer satisfaction and loyalty. But that’s where the challenge comes in. Customers want “right-now” communications that cater to their interests and personalities. Organizations desire to meet the… Continue Reading »

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A convergence of forces (such as the Do Not Call Register, multiplying communication channels, offshoring, and technology adoptions) have many Australian contact centers wondering if their days are numbered. Justin Tippett of Contact Centre Central, an Australian-based resource for people working in contact centers, interviewed several executives in the contact center and business process outsourcing (BPO) industries to assess the… Continue Reading »

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Some businesses and organizations make huge gains when they employ cloud contact center solutions, easily reaching more clients and subsequently benefiting from increased collections, profits, and loyalty. Other entities struggle. The difference can be explained in one word: implementation. How you use any technology, including a cloud based call center, determines the final outcome. If you want to see increased… Continue Reading »

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In the collections industry, roll rates are harbingers of doom or victory. Collections agencies heed the rates because the numbers indicate business stability or instability. That is, the less the roll rates are, the more stable — and profitable — the agencies will be. Because of that, organizations rely on the information to reduce the risk of financial ruin. The… Continue Reading »

Every year, the Technology Marketing Corporation (TMC), a global, integrated media company, awards the best of the best in teleservices, customer relationship management (CRM), and call centers. TCN gladly received one such award, the 2017 CUSTOMER Product of the Year. The award recognizes TCN’s efforts to improve the call center, which, in turn, enhance communications between organizations and their customers… Continue Reading »

Business success doesn’t necessarily go to the bravest and strongest, although those qualities help. Business success goes to the analysts, the people who close the gaps, or loops, in their data streams. By implementing closed loop reporting, they receive more detailed information about the entire business, from marketing and sales to customer service and call center solutions. They then turn… Continue Reading »

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People often speak of business intelligence (BI) in the same breath as “business performance improvement” (BPI) and “informed decision-making.” Both statements are true and entirely applicable to the modern call center. However, business intelligence holds other benefits for your call center or collections agency. We discuss a few of them here, alongside the aforementioned BPI and decision-making. Business Performance Improvement… Continue Reading »

Comments Off on 5 Reasons to Use Business Intelligence at Your Call Center

What does 2017 hold for the contact center? A number of key trends are dominating the conversation and have started to infiltrate the market well before this year. Customers report that analysts and the media have discovered new tech and trends, promising that 2017 will be an exciting year. Do you agree? Have we missed any critical developments? Tweet your… Continue Reading »